SIEBEL SERVICE GUIDE - Oracle · Asset hierarchy. Siebel Service allows you to track assets as an n-level hierarchy of parent assets and child asset components. Child components inherit

SIEBEL SERVICE GUIDE

MIDMARKET EDITION

VERSION 7.5

SEPTEMBER 2002

12-BD9E6N

Siebel Systems, Inc., 2207 Bridgepointe Parkway, San Mateo, CA 94404Copyright © 2002 Siebel Systems, Inc. All rights reserved.Printed in the United States of America

No part of this publication may be stored in a retrieval system, transmitted, or reproduced in any way, including but not limited to photocopy, photographic, magnetic, or other record, without the prior agreement and written permission of Siebel Systems, Inc.

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Siebel, the Siebel logo, TrickleSync, TSQ, Universal Agent, and other Siebel product names referenced herein are trademarks of Siebel Systems, Inc., and may be registered in certain jurisdictions.

Other product names, designations, logos, and symbols may be trademarks or registered trademarks of their respective owners.

U.S. GOVERNMENT RESTRICTED RIGHTS. Programs, Ancillary Programs and Documentation, delivered subject to the Department of Defense Federal Acquisition Regulation Supplement, are “commercial computer software” as set forth in DFARS 227.7202, Commercial Computer Software and Commercial Computer Software Documentation, and as such, any use, duplication and disclosure of the Programs, Ancillary Programs and Documentation shall be subject to the restrictions contained in the applicable Siebel license agreement. All other use, duplication and disclosure of the Programs, Ancillary Programs and Documentation by the U.S. Government shall be subject to the applicable Siebel license agreement and the restrictions contained in subsection (c) of FAR 52.227-19, Commercial Computer Software - Restricted Rights (June 1987), or FAR 52.227-14, Rights in Data—General, including Alternate III (June 1987), as applicable. Contractor/licensor is Siebel Systems, Inc., 2207 Bridgepointe Parkway, San Mateo, CA 94404.

Proprietary InformationSiebel Systems, Inc. considers information included in this documentation and in Siebel eBusiness Applications Online Help to be Confidential Information. Your access to and use of this Confidential Information are subject to the terms and conditions of: (1) the applicable Siebel Systems software license agreement, which has been executed and with which you agree to comply; and (2) the proprietary and restricted rights notices included in this documentation.

Contents

IntroductionHow This Guide Is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

What’s New in This Release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Additional Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Revision History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Chapter 1. Overview of Service FunctionalityAbout Siebel Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

The Service Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Siebel Service Functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Siebel Professional Services Automation . . . . . . . . . . . . . . . . . . . . . . . . 16

Chapter 2. Service SupportProcessing a Request for Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Setting Up Service Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Procedures for Setting Up Service Support . . . . . . . . . . . . . . . . . . . . . . . . . 20

Logging Requests for Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Updating a Service Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Solving a Service Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Accounts Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Accounts Across Organizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Accounts View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Contacts View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Agreements View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Version 7.5 Siebel Service Guide MidMarket Edition 3

Contents

Entitlements View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Service Profile View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Account Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Service Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Service Requests Across Organizations . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Service Requests Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Activity Plans View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Activities View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Attachments View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Audit Trail View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Calendar View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Change Requests View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Messages View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Service Details View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Service Hours View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Survey View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Metrics View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Orders View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Solutions View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Charts View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Service Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41

Audit Trail Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Audit Trail Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

About Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Setting Up Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Solution Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Resolution Documents View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Related Solutions View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Service Requests View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47


Solution Categories View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

4 Siebel Service Guide MidMarket Edition Version 7.5

Contents

Solutions Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Solutions View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Resolution Documents View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Related Solutions View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48



Customer Satisfaction Survey View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Chapter 3. SchedulingAbout Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Defining Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Service Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Chapter 4. AgreementsAgreements Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Setting Up Entitlements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

System Preferences for Verifying Entitlements . . . . . . . . . . . . . . . . . . . . . . 59

Using Agreements and Entitlements . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Application Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Agreements Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Agreement View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Line Items View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Entitlements View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Products View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Contacts View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Metrics View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70


Financials View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Terms and Totals View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70


Contents

Activity Plans View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Attachments View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Entitlements Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Agreements Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Chapter 5. QualityQuality Management Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Best Practice: Designing Business Practices . . . . . . . . . . . . . . . . . . . . . . . . 74

Best Practice: Automatically Assigning Change Requests . . . . . . . . . . . . . . . 74

Best Practice: Assuring Follow-Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Best Practice: Auditing Change Requests . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Processing Change Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Creating Change Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Associating Change Requests with Activities . . . . . . . . . . . . . . . . . . . . . . . 76

Associating Change Requests with Service Requests . . . . . . . . . . . . . . . . . . 77

Closing Fixed Change Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Processing Related Change Requests . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Types of Related Change Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Associating Related Change Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Creating Multiple Occurrence Change Requests . . . . . . . . . . . . . . . . . . . . . 80

Viewing Multiple Occurrence Change Requests . . . . . . . . . . . . . . . . . . . . . 81

Breaking Multiple Occurrence Change Request Links . . . . . . . . . . . . . . . . . 82

Closing Multiple Occurrence Change Requests . . . . . . . . . . . . . . . . . . . . . . 82

Quality Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83


Activities View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84


Related CRs View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Change Requests Charts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Change Requests Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86


Contents

Chapter 6. AssetsProperties of Assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Asset Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Hierarchical Assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Asset Transactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Working With Assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Assets Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Assets View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Warranty View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Components View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Transactions View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93


Relationships View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Explorer View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Explorer Across Organizations View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Chapter 7. WarrantiesWarranties Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Setting Up Warranties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Obtaining Information About Warranties . . . . . . . . . . . . . . . . . . . . . . . 99

Service Administration Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Warranties View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Assets Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .102

Warranty View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Orders Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .102

Warranty Subview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Products Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .103

Warranties View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Service Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .103

Service Details View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Index


Contents


Introduction

This guide describes features of Siebel Service MidMarket Edition, and provides information required for administering this application.

NOTE: All Siebel MidMarket product names include the phrase MidMarket Edition to distinguish this product from other Siebel eBusiness Applications. However, in the interest of brevity, after the first mention of a MidMarket product in this document, the product name will be given in abbreviated form. For example, after Siebel Call Center MidMarket Edition has been mentioned once, it will be referred to simply as Siebel Call Center.

Such reference to a product using an abbreviated form should be understood as a specific reference to the associated Siebel MidMarket Edition product, and not any other Siebel Systems offering. When contacting Siebel Systems for technical support, sales, or other issues, note the full name of the product to make sure it is properly handled and identified.

This guide is not intended for end users. Although job titles and duties at your company may differ from those listed in the following table, the audience for this guide consists primarily of employees in these categories:

Marketing Administrators

Persons responsible for setting up and maintaining a marketing department; duties include designing and managing campaigns, product marketing information, and product distribution lists.

Siebel Application Administrators

Persons responsible for planning, setting up, and maintaining Siebel applications MidMarket Edition.

Service Center Administrator

Persons responsible for setting up and maintaining a service center.


Introduction

How This Guide Is Organized

How This Guide Is OrganizedThis book shows tasks to be performed in Siebel Service.

This guide is organized according to the functions of screens that apply to Siebel Service. For example, screens that apply to service support are grouped into one chapter. With the exception of this Introduction and Chapter 1, “Overview of Service Functionality,” each chapter in this guide addresses one or more specific screens and their associated functions.

Although job duties at your site may vary from the classifications used in this guide and may overlap, most information is directed to an application administrator or Siebel administrator audience. Where appropriate, end user procedures are also included. These are to inform the administrator how the default user interface functions when set up.

This guide is designed to be used in combination with a broader set of documentation that pertains to all Siebel MidMarket Edition Applications. Most chapters in this guide cover only the information that is specific to Siebel Service. Where applicable, you are referred to other guides.

NOTE: This guide assumes that you have successfully installed Siebel Service. If you have not yet installed the application, see Siebel Server Installation Guide or Upgrade Guide for the operating system you are using. If you plan to use Siebel Remote MidMarket Edition, you must complete additional implementation tasks described in Siebel Remote Administration Guide, MidMarket Edition.


Introduction

What’s New in This Release

What’s New in This ReleaseThe features that are new in this release are as follows:

■ Asset hierarchy. Siebel Service allows you to track assets as an n-level hierarchy of parent assets and child asset components. Child components inherit the properties of the parent asset.

■ Assets screen improvements. New views and new fields on existing views are added to the Assets screen in support of new functionality.

■ Quality enhanced reports. New reports are added to the Quality screen.

■ Quality multiple occurrences. You can apply a single product change request to multiple product platforms or versions. You can also define parent-child, dependency, and other relationships between change requests.

Your Siebel implementation may not have all the features described in this guide, depending on which software modules your company has purchased.

Additional ResourcesThis section lists additional resources, such as other Siebel application guides, that may be relevant to your use of Siebel Service.

Additional DocumentationThe following additional books also contain essential information about functionalities discussed in this guide:

■ Applications Administration Guide, MidMarket Edition

■ Integration Platform Technologies: Siebel eBusiness Application Integration Volume II, MidMarket Edition

■ Product Administration Guide, MidMarket Edition

■ Siebel Territory Assignment Manager Administration Guide, MidMarket Edition

■ Siebel Order Management Guide, MidMarket Edition

■ Siebel Professional Services Automation Guide, MidMarket Edition


Introduction

Revision History

Revision HistorySiebel Service Guide MidMarket Edition, Version 7.5


Overview of Service Functionality 1

This chapter describes the service-related modules of your Siebel application, and the administrative tasks associated with those modules.


Overview of Service Functionality

About Siebel Service

About Siebel ServiceThis guide describes the service-related modules of your Siebel application, collectively known as Siebel Service. As such, this guide acts as a companion volume to Applications Administration Guide, MidMarket Edition, which describes other Siebel application modules that are multipurpose or related to Call Center activities.

The service process begins with service requests and orders. A service request is a customer’s request for information about or assistance with products or services. An order is a commitment on the part of the customer to purchase products and services at a specific price. Service requests are described in Chapter 2, “Service Support,” in this guide. Orders are described in Siebel Order Management Guide, MidMarket Edition.

The Service ProcessThe service process typically consists of one of the following scenarios:

■ A customer reports a problem to a service center and field engineers are dispatched to repair the item.

■ A customer places an order with a service center and field engineers are dispatched to install the item.

To support these scenarios, Siebel Service allows end users to perform tasks including the following:

■ Entering service requests

■ Verifying service agreements and entitlements

■ Searching for solutions

■ Creating activities for a service request

■ Tracking product warranties

■ Managing service engineers’ schedules

■ Defining assets and recording readings from those assets



Siebel Service Functionality

■ Recording product defects and requests for enhancements

NOTE: A Siebel implementation may not have all the features described in this guide, depending on which software modules have been purchased.

Siebel Service FunctionalityThis guide describes the following Siebel application modules:

■ Service. Allows you to record and track customers’ requests for information about or assistance with products or services. A service request tracks activities connected with the service call and records the response to the call. Service requests are created on the Service screen. See Chapter 2, “Service Support.”

■ Solutions. Allows you to store and manage resolutions that have solved problems or that might be used to solve future problems. After a problem is resolved, you can associate the solution with the service request. Recording a solution also makes it possible to resolve similar service requests without doing extensive research. Solutions are created on the Solutions Administration screen. See Chapter 2, “Service Support.”

■ Schedules. Allows you to define schedules and their components for service personnel. Components of schedules include times, locations, and personnel. Schedules are defined on the Service Administration screen, Schedules view. See Chapter 3, “Scheduling.”

■ Agreements. Allows you to create and manage agreements (contracts), which specify products or services provided to a customer and the financial relationship between parties. Agreements are created on the Agreements screen. See Chapter 4, “Agreements.”

■ Entitlements. Allows you to create, track, and verify entitlements, which establish specific levels of service for agreements. Entitlements can specify factors such as costs, metrics, service hours, and responsiveness.Entitlement coverage is tracked on the Entitlements screen. See Chapter 4, “Agreements.”



Siebel Professional Services Automation

■ Quality. Allows you to create, respond to, and track change requests for correcting defective products, including hardware, software, manufactured goods, and capital equipment. Change requests are created on the Quality screen. See Chapter 5, “Quality.”

■ Assets. Allows you to track and manage assets, which are instances of a product with an individual identity and an association with a customer. Also allows you to collect data from assets in the field. Assets are created on the Assets screen. See Chapter 6, “Assets.”

■ Warranties. Allows you to create, track, and verify warranties, which stipulate service coverage for specific products and assets, including factors such as duration, costs, and service providers. Warranty coverage is tracked on the Warranties screen. See Chapter 7, “Warranties.”

Siebel Professional Services AutomationSiebel Service is integrated with Siebel Professional Services MidMarket Edition, allowing the modules to share data. For more information about Siebel Professional Services, see Siebel Professional Services Automation Guide, MidMarket Edition.


Service Support 2

This chapter describes the way service call centers process service calls from customers, set up service requests, and attempt to find immediate solutions.


Service Support

Processing a Request for Service

Processing a Request for ServiceThe workflow for processing a customer’s request for service, shown in Figure 1 on page 19, includes the following steps:

1 Receive a request for service.

2 Generate a service request.

3 Verify the request, by confirming:

■ The account

■ The caller (contact)

■ Assets

■ Entitlements for service

■ Warranties

4 Try to solve the problem using known solutions.

5 If known solutions do not solve the problem, generate activities for service.

6 Schedule a service engineer and assign activities to that service engineer, if needed.

7 Perform the activities.


Service Support

Processing a Request for Service

8 Close the service request.

Figure 1. Workflow for Processing a Service Request


Service Support

Setting Up Service Support

Setting Up Service SupportThis section provides typical procedures for setting up Siebel Service to process service calls. Setting up service support includes the following tasks:

■ Setting up customer accounts and contacts for these accounts

■ Setting up activity templates

■ Setting up problem resolution

■ Setting up service metrics

■ Setting up employees and their responsibilities

Procedures for Setting Up Service SupportFollow these procedures to set up service support.

To set up service metrics

1 Navigate to Site Map > Service Administration > Service Metrics.

2 Create a new service metric record.

3 Enter a name for the metric.

NOTE: After entitlements and service metrics have been defined, you can associate an entitlement with a service request. See “To select an entitlement for a service request” on page 22.


Service Support

Logging Requests for Service

Logging Requests for ServiceThe first set of tasks the service representative performs in response to a request for service includes recording the request and attempting to solve the problem. If the service representative cannot resolve the problem, the agent may set up activities, select the engineers, schedule the engineers, and, finally, inform the engineers of their assignments.

The following procedures suggest a typical workflow that is initiated upon receiving a request for service.

To verify an account, contact, and asset

1 Navigate to the Accounts screen.

2 Query for the caller’s account.

3 Select the record for the caller’s account and click the hyperlink in the Account Name field.

The Contacts list appears, showing authorized contacts for that account.

4 In the Contacts list, query for the caller’s name.

5 Click the Assets view tab.

The Assets list shows assets associated with the selected account.

6 In the Assets list, query for the asset the call is about.

7 If you want to see the product with which the asset is associated, click the Service Profile view tab.

The Service Profile list shows products associated with the selected account. The Assets list shows the assets associated with a selected product.

To log a service request

1 Navigate to the Service screen.

2 Create a service request record.

3 Enter values for the required fields.


Service Support


4 In the Asset # field, select the asset requiring service.

NOTE: The Siebel state model controls the behavior of the Status and Substatus fields. See Siebel Business Process Designer Administration Guide, MidMarket Edition for a detailed explanation of the state model.

To verify the service agreements and entitlements for an account

1 Navigate to the Accounts screen.

2 Select an account record.

3 Click the Agreements tab.

The Agreements list shows agreements associated with this account. The Start, End, and Valid fields show which agreements are in effect.

4 Click the Entitlements tab.

The Entitlements list shows agreements associated with this account. The Agreement field shows the agreement with which the entitlement is associated.

To select an entitlement for a service request


2 Select a service request that has an associated account or contact.

3 On the More Info tab, click Verify.

The Pick Entitlement dialog box appears showing only entitlements that match the criteria for this service request. If no entitlements appear, the selected service request is not entitled to receive service.

4 In the Pick Entitlement dialog box, select an entitlement and click OK.

To verify the valid hours for completing a service request


2 Select a service request.

3 Click the Service Hours tab.

The Service Hours list shows the hours during which a customer is entitled to receive service.


Service Support


To verify the warranties for an asset



3 Click the Service Details view tab.

4 In the Service Details form, click the show more button.

5 In the Warranty As Of field, enter the date on which to verify a valid warranty.

6 Click Check Warranty.

The Product Warranty, Component Warranty, and Manufacturer Warranty check boxes indicate, when checked, which of these warranties are in effect on the date you entered.

To associate a change request to a service request



3 Click the Change Requests view tab.

4 In the Change Requests list, click Add.

5 In the Add Change Request dialog box, select an existing change request or create a new one.

For information on entering change requests, see Chapter 5, “Quality.”

To associate an activity plan with a service request



3 Click the Activity Plans view tab.

4 In the Activity Plans list, add a new activity plan record.

5 In the Template field, select an activity plan template on which to base this activity plan.


Service Support

Updating a Service Request

6 Enter values for the other fields, as needed.

For information about activity plans and activity templates, see the chapter on activities in Applications Administration Guide, MidMarket Edition.

To associate an activity with a service request



3 Click the Activities view tab.

4 In the Activities list, add a new activity record.

5 Enter values for the fields, as needed.

Updating a Service RequestAfter a service request is opened, the service center or service agent can add the following information to a service request.

To update activities for a service request




4 Select an activity.

5 Enter new values in the fields, as needed.

To add an asset to a service request


2 Select a service request that is not associated with an asset.

3 On the More Info tab, click the show more button.


Service Support


4 In the Asset # field, enter or select the number for the additional asset.

NOTE: A service request can be associated directly with only one asset. However, a service request can be associated with multiple activities, and each activity can have one associated asset. To associate multiple assets with a Service Request, create multiple activities, associate them with a service request, and associate each of the assets with a different activity. For information on managing defective assets, see Chapter 5, “Quality.”

To add additional assets to a service request

1 Navigate to the Activities screen.

2 Create a new activity.

3 In the SR # field, select the service request with which you want to associate additional asset.

4 In the Asset # field, select the additional asset to associate with the service request.

5 Enter values for other fields, as needed.

To record a resolution code for a service activity




4 Select an activity record.

5 Click the hyperlink in the Activity Type field.

The Activities screen appears with the Attachments view tab selected.

6 In Activity form, in the Resolution Code field, select a resolution.

NOTE: Resolutions can also be associated with a service request.


Service Support


To review orders associated with a service request



3 Click the Orders view tab.

The Orders list displays orders associated with the selected service request.

To view the performance measurements (metrics) for a service request



3 Click the Metrics view tab.

The Metrics list appears, showing metrics associated with the service request.

The Metrics list contains read-only records of the metrics associated with this service request. Service metrics are defined in the Service Administration screen, in the Entitlement Templates list on the Metrics view. See Chapter 4, “Agreements.”

To close a service request


2 In the Service Request list, select the service request you want to close.

3 In the Status field, select Closed.

The system automatically changes the Substatus field to Resolved and sets the Closed field’s date and time to the current date and time.

NOTE: After closing a service request, the record is read-only. The status of a service request must be changed back to Open before the record can accept any further changes.


Service Support

Solving a Service Request

Solving a Service RequestThe procedures in this section suggest a workflow for researching and solving a service request.

To associate a service request with a related service request



3 Click the Related SRs view tab.

4 In the Related SRs list, add a new service request record.

5 In the Add Service Requests dialog box, query for service requests that have a similar type, product, account, or other common element.

6 Selected the service request you want to associate with the current service request and click Add.

To verify associated change requests for a product

1 Navigate to the Products screen.

2 Select a product.


Change requests associated with this product appear in the Change Requests list.


Service Support

Accounts Screen

Accounts ScreenUsing the Accounts screen, a customer service representative can verify the following information for an incoming service call:

■ The customer’s account (Accounts list or Service Profile view).

■ The contact making the call (Contacts view or Service Profile view).

■ The assets at the customer site that are associated with this account (Assets view or Service Profile view).

■ The service agreements for this account (Agreements view).

■ The entitlements for the service agreements belonging to this account (Entitlements view).

The customer service representative can automatically verify entitlements for specific service agreements by clicking the Verify button on the Service Request screen (see “Service Requests Views” on page 32).

■ The history of service requests logged to this account (Service Requests view).

■ Billing and Shipping information for the account (Bill to/Ship to view).

For more information on using the Accounts screen, see Fundamentals, MidMarket Edition.

Accounts Across OrganizationsAn organization limits the visibility of data within a company. However, the All Accounts Across Organizations view shows all accounts within a company.

An employee can belong to one organization and account records can belong to one organization. The owner of an account record can see his or her account record in the My Accounts view, even if the account record belongs to a different organization. However, the same employee using the same login to Siebel Service, cannot see this account in the All Accounts view. The record is exposed only to those people who belong to the same organization.

For more information on setting up organizations, see Applications Administration Guide, MidMarket Edition.


Service Support

Accounts Screen

Accounts ViewThe Accounts view provides information about all accounts that belong to a service business. Use this list to verify the account for the individual placing a service request.

Contacts View The customer service representative (CSR) uses the Contacts view to verify the person placing a service call. For more information on using the Contacts view, see Fundamentals, MidMarket Edition.

Agreements ViewThe Agreements view displays all of the agreements associated with an account and the status of these agreements. Table 1 describes items in agreement records.

For more information on using the Agreements view, see Chapter 4, “Agreements.”

Entitlements View The Entitlements view shows all of the entitlements for service that are associated with this account. The Quota fields indicate the number of service calls remaining for this entitlement. The Start and End Date fields show the valid range of dates for this entitlement. This view is read-only.

Table 1. Selected Items in the Service Agreements View

Item Description

Primary A check box that indicates this is a primary agreement for the selected account. This check box is for information only.

Type The type of agreement; for example, Service Level Agreement or Price Protection.

Valid A check box that indicates this is an active agreement. When checked, an agreement may appear in the list that the Verify button produces. See “Verify Button” on page 34.


Service Support

Accounts Screen

Service Profile View The Service Profile view shows the products and assets associated with an account. The user can enter both new product and asset records in this view. The same Products and Assets subviews appear in References >Profile.

Account ReportsAccount reports, listed in Table 2, are available from the Reports menu.

Table 2. Selected Account Reports for Service

Report Description

Current Account Service Profile Describes details for products associated with the account, including product, product type, version, description, vendor and comment. This report also describes a purchase history including product information, implementation phase, and purchase date.

Smart Report Accounting Summary Describes details of a selected account including account history, future revenue, satisfaction, organizational hierarchy, and service requests.

Smart Report Account Service Detail Describes all service-related information for the selected account including service requests, customer satisfaction, and the history of service request resolution.


Service Support

Service Screen

Service ScreenWhen responding to a service call, a customer service representative can create a service request on the Service screen. The service request tracks all activities connected with the call and records the service business’s entire response to the service call (activities, orders, and assignments).

On the Service screen, the user can carry out the following tasks:

■ To verify the entitlements for the account requesting service, click the Verify button.

■ Find solutions that may resolve a service call (Solution Search view).

■ Set up new service requests (All/My Service Requests view).

■ To show the current warranty coverage for an asset associated with a service request, choose the Check Warranty menu command (Service Details view).

■ Associate change requests with a service request (Change Requests view).

■ Provide activity plans for a service request (Activity Plans view).

■ Provide individual activities for a service request (Activities view).

■ Attach documents to a service request (Attachments view).

■ Review orders for a service request (Orders view).


Service Support

Service Screen

Service Requests Across OrganizationsService requests, like many other Siebel objects, have organizational visibility. This means:

■ The All Service Requests view shows only service requests for the organizations to which the user has permission.

■ The All Service Requests Across Organizations view shows the service requests for all organizations within a company.

■ The My Service Requests view shows all service request records belonging to the user, even if the user is in a different organization.

For more information on setting up organizations, see Applications Administration Guide, MidMarket Edition.

Service Requests ViewsThe Service Requests views create and track service requests. Table 3 describes items in service request records.

Table 3. Selected Items in the Service Requests View

Item Description

Agent Closed The date and time that the service request was actually closed, displayed in the user’s time zone.

Agent Committed The date and time that the service request is expected to be closed, displayed in the user’s time zone. Choosing an entitlement automatically generates a value for this field, based on the response time in the service request metrics, the service calendar, and the date the service was requested.

Activities associated with this service request inherit the Agent Committed value. The Agent Committed field value in the service request appears in the Activity Due fields in the activities.

See also “Calculating the Agent Committed Time for a Service Request” on page 34.

Agent Opened The date and time that the service request was created, displayed in the user’s time zone.


Service Support

Service Screen

Numbering Service Requests and Other BusComp Object TypesEach new BusComp (for example, service request, order, or activity) is automatically assigned a unique record ID (for example, SR #, Order #, Activity #, and so on).

By default, all Siebel applications use the ROW_ID for these values. The row ID is an alphanumeric value composed of a segment number followed by a sequential value. For example, the row ID 12-63Q0XT is composed of the segment number 12 and the sequential value 63Q0XT. To see the row ID for a selected record, in the application-level menu, click Help >About Record. The dialog box that appears contains the value of Row #.

To display alternative values for the record ID, use one of these methods:

■ Use the Query function Expr: RowIdToRowIdNum ([ID]) to convert the alphanumeric value to a numeric value.

Customer Closed The date and time that the service request was actually closed, displayed in the customer’s time zone.

Customer Committed The date and time that the service request is expected to be closed, displayed in the customer’s time zone.

Customer Opened The date and time that the service request was created, displayed in the customer’s time zone.

Entitlement An entitlement that provides the calendar and hours in which the customer is entitled to service.

Verify This button produces a dialog box with the names of the entitlements to which a customer has subscribed. If no entitlements appear in the dialog box, the selected service request is not entitled to receive service.

Note that this button appears only in the Service Request form. To see the form, choose the More Info view tab under the Service Requests list.

For more information, see “Verify Button” on page 34.

Table 3. Selected Items in the Service Requests View

Item Description


Service Support

Service Screen

■ Use a Sequence Object to automatically generate the value from an RDBMS database.

■ Write a script on Buscomp_PreWriteRecord. (Do not use Buscomp_PreGetFieldValue.)

Verify Button The Verify button finds the entitlements for a specified account, contact, product, and asset. Once the user selects an entitlement from the Pick Entitlement dialog box, the application computes the Commit Time for the service request from the Service Calendar associated with this entitlement and from the Response Time specified in the entitlement metrics. Verify searches the database for entitlements that match the following data supplied for the service request:

■ Account

■ Contact

■ Product

■ Asset (from the Service Details view)

Only entitlements that match this data appear in the Pick Entitlement dialog box. If no entitlements appear, the selected service request, service agreement, account, contact, product, or asset is not entitled to receive service.

For information on configuring the Verify button, see “System Preferences for Verifying Entitlements” on page 59.

NOTE: The Verify button is a business service that can be invoked by the Workflow Manager.

Calculating the Agent Committed Time for a Service RequestAgent Committed represents the contractual response period for service. The Verify button determines the value of Agent Committed and stores this value on a service request. The Agent Committed date and time are calculated based on the Date Opened, the Response Time metric, and the Service Calendar (schedule hours and exception hours). The result appears in the Agent Committed field. The Agent Committed time from the service request populates the Due field for activities.


Service Support

Service Screen

Activities associated both directly (in the “Activities View” on page 37) and indirectly (in the “Activity Plans View” on page 36) with a service request inherit the Agent Committed date and time. The Agent Committed field value in the service request appears in the Activity Due fields in the activities.

Entitlement Rules for the Verify ButtonSystem Preferences has three settings (see Table 4) which determine the action of the Verify button (see “Service Requests Views” on page 32).

Table 4. System Preferences for Verifying Entitlements

System Preference Name Description

Entitlement: Verify Consumer This setting sets the conditions for checking the authorization of the contact requesting service. If TRUE, the entitlements displayed must meet one of these criteria:

■ The contact for the entitlement matches the service request contact.

■ The entitlement account is set to All Contacts, and the entitlement account matches the service request account or the account for the contact for the service request.

If no contact is selected, Siebel Service tries to verify the entitlement using the other entitlement settings.


Service Support

Service Screen

Activity Plans View In the Activity Plans view, a service agent can select a template to define the activities required to resolve a service request. Table 5 describes two fields and a check box in activity plan records.

Entitlement: Verify Dates This setting checks that the service request falls within the time span of the entitlement. If TRUE, the entitlements displayed are only those that provide coverage on the date the service request was opened, a date between the start and end dates for the entitlement.

If the entitlement has no start or end date, it does not appear.

Entitlement: Verify Product This setting checks that the asset or product is entitled to service. If TRUE, the agreements displayed must meet one of these criteria:

■ The entitlement asset matches an asset in the service request.

■ The entitlement product matches a product in the service request (no asset or serial number specified).

■ The entitlement is set to All Products and the product or asset for the entitlement matches the product or asset for the service request.

If no product is selected, Siebel Service tries to verify the entitlement using the other Entitlement settings.



Table 5. Selected Items in the Activity Plans View

Item Description

Lock Assignment A check box that, when selected, instructs the Siebel Territory Assignment Manager not to assign activities created as part of this activity plan.

Planned Start The date and time to begin the activities that resolve a service request. The default is the date and time that the record is created.


Service Support

Service Screen

Activities View In the Activities view, a service agent can view activities for a service request, and add stand-alone activities. An administrator or dispatcher can manually assign service engineers to each activity.

NOTE: To see the details of an activity, including its items, steps for completion, and instructions, click the hyperlink in the Type field. The Activity Attachments view appears for this activity. Click, for example, the Items, Steps, or Instructions tab to see information related to the selected activity.

Attachments View Use the Attachments view to add files created in another program (for example, spreadsheet files) to service requests. These files are stored in the Siebel file system in compressed form. When decompressed, attachments are written to these two directories:

■ <install root>server/files. When a Service client is connected to a server, this directory is used to decompress read-only files.

■ <install>/temp. Writable attachments are decompressed in this directory.

These directories must have write access.

Audit Trail ViewThe Audit Trail view shows the history of changes that have been made to specific service request records.

Suppress Calendar A check box that prevents this activity from appearing in the “Calendar View” on page 38.

Template A set of activities for recurring tasks, selected from a drop-down list.

Table 5. Selected Items in the Activity Plans View

Item Description


Service Support

Service Screen

Calendar View The Calendar view displays the scheduled service activities for a selected service request over the next month, starting on a specified day. The user can click on the Calendar view to view scheduled activities. For more information, see Applications Administration Guide, MidMarket Edition.

Change Requests View The Change Requests view describes manufacturing defects in components that are associated with a service request.

Messages View The Messages view records a message concerning the selected service request and can be configured to send a screen alert or an email to the person selected in the Employees field. For more information, see Applications Administration Guide, MidMarket Edition.

Service Details ViewThe Service Details view shows the warranties covering an asset, the symptom reported for the asset, and the resolution code for a service request. Table 6 describes buttons, check boxes, and selected fields in Service Details records.

Table 6. Selected Items in the Service Details View

Item Description

Check Warranty This button displays the warranties in effect for an asset on the date in the Warranty As of field. Check marks appear next to the types of warranty that apply, Product, Components, or Manufacturer. To verify the warranties active on another date, change the date in the Warranty As of field and click Check Warranty.

For more information about warranties, see Chapter 7, “Warranties.”

Product Warranty

A check box that indicates this type of warranty is in effect on the specified date. This check box is for information only.

Component Warranty



Service Support

Service Screen

Symptoms Codes for a Service RequestThere can be one or more symptom codes for any problem description. A customer can report some symptoms during a service request, while the field service engineer may find other symptoms and report them on site as part of an activity, and the repair technician may report other symptoms in a repair station as part of a repair activity. All the symptoms reported appear in the dialog box available in the Symptoms field from the Service details view. This is possible because the symptoms are stored in an intersection table that also stores the activity and the service request ID.

Service Hours ViewThe Service Hours view shows the hours during which service is provided under the specified entitlement. Shaded areas represent service times. Service hours appear only if an entitlement is specified for the service request and has been verified.

Survey View The Survey view records customer responses concerning the level of service received. After a customer service representative enters responses to the questions and saves the record, the survey calculates a customer satisfaction score.

Manufacturer Warranty


Warranty As of The date on which Check Warranty validates the coverage under warranties.

Service Region The service region associated with this service request. Activities for this service request inherit this service region. The Appointment Booking System and Optimizer Engine (see Chapter 3, “Scheduling”) require a service region.

Symptoms A description of the symptom that triggered this service request, chosen from a dialog box. See “Symptoms Codes for a Service Request” on page 39.

Table 6. Selected Items in the Service Details View

Item Description


Service Support

Service Screen

Metrics View The Metrics view provides benchmarks of performance for a service request. All fields are read-only.

Orders ViewThe Orders view presents the orders related to selected service requests. Table 7 shows the check box in order records.

Solutions View The Solutions view associates existing solutions and related, frequently asked questions (FAQs) to a service request. Click on the name of the solution to go to the Solutions screen and the Resolution Documents view, which displays the names of files containing information supporting a solution.

Charts View The Charts view provides the analyses, listed in Table 8, of activities.

Table 7. Selected Item in the Orders View

Item Description

Approved A check box that indicates this order was approved. This check box is for information only. It does not have associated code.

Table 8. Service Analysis Charts

Chart Analysis

Aging Analysis by Severity The duration of a service request as a function of severity.

Priority Analysis by Owner The priority of service requests assigned to each service engineer.

New Service Requests by Product

The number of new service requests for each product per calendar period.


Service Support

Service Reports

Service ReportsService reports, listed in Table 9, are available from the View menu by selecting Reports.

NOTE: Use a query to limit the reports to service requests of interest.

Table 9. Service Reports

Report Description

Service Request Activity (All) Displays a page for each service request, with information about the service request and each of the associated activities.

Service Request Activity (Public) Displays a page for each service request, with information about the service request and each of the associated activities.

Service Request Detail (Barcode) Provides detail information about each service request.

Service Request Detail (No Barcode) Provides detail information about each service request.

Service Request Summary Provides a summary of each service request.

Smart Report Service Request Performance Analyzes the aging of open service requests using three metrics: number of open service requests, call volume, and resolution time, each over the last six months.


Service Support

Audit Trail Overview

Audit Trail Overview 2

Audit Trail creates a history of the changes that have been made to service requests. An audit trail is a record showing which operation was performed, when it was performed, and how the value was changed. Therefore, it is useful for examining the history of a particular service request. Audit Trail logs information without requiring any interaction with, or input from, your users.

By using Audit Trail, your users can track which employee modified a certain field and what data has been changed. An audit trail is created for each status change, along with a time stamp and the ID of the user who made the change.

For Siebel Remote users making changes to records, Audit Trail works for every Siebel Web deployment and configuration option, including synchronization. Audit Trail records not only show successfully committed transactions, but also transactions that did not get synchronized to the server because of conflicts.

An audit trail is written directly into the database, supporting both remote users and replicated databases. Changes to an audit trail field are cached in the application. Exiting from the Siebel Application and restarting it writes all cached changes to the database. Alternatively, when the cache size is reached, all cached entries are automatically written to the database even when a user has not exited from the application.

NOTE: Audit Trail only applies to the Service Requests business component and cannot be configured.


Service Support

Audit Trail Overview

Audit Trail Features 2

Audit Trail includes the following features.

Audit Trail ContentAudit Trail will record the following information:

■ Field

■ Row ID of the record being changed

■ Operation being performed (Update/New/Delete/Copy)

■ Original value

■ Changed value

■ User ID performing the operation

■ Date and time the operation was performed

Audit Trail for Siebel Remote UsersThe following information applies to remote users:

■ Disconnected users can use Audit Trail as well as connected users. Audit Trail will stamp transactions with the local machine time.

■ Audit trails are synchronized or replicated along with other data.

■ If the transaction is rejected during the conflict resolution, the corresponding audit trail record will not be discarded.

NOTE: Siebel Systems recommends that you do not change the Audit Trail business service in Siebel Tools MidMarket Edition.


Service Support

About Solutions

About SolutionsCustomer service organizations estimate that approximately 85 percent of incoming service requests have been previously resolved by other customer service representatives. To minimize costs and maximize the effectiveness of a call center, an organization can reuse the solutions for previously resolved problems.

The Solutions module allows you to store, organize, associate, and search the knowledge base for resolutions successfully used for similar problems or even published solutions for potential problems.

After a problem is successfully resolved, you can associate the solution with the service request for reference, in case the service request is reopened by the customer at a later date. Recording the solution also makes it possible for you to resolve similar service requests without doing extensive research. You can find an existing service request, solution, or resolution document that may provide information relevant for the current service request or product defect under investigation. You can quickly review the information and associate it with the current service request or product defect.

NOTE: Full text search of service requests is configurable. To configure the search engine for service requests, see Siebel Search Administration Guide, MidMarket Edition.


Service Support

Setting Up Solutions

Setting Up SolutionsUse the Solution Administration screen to provide the information that can provide immediate solutions to requests for service.

To add a solution

1 Navigate to Site Map > Solution Administration.

2 Create a new solution record.


To add a resolution document to a solution


2 In the Solutions list, select a solution.

3 Click the Resolution Documents view tab.

4 In the Resolution Documents list, create a new resolution document record.

5 In the File Name field, navigate to an electronic document file on your computer or on your company’s network, and select it.

To associate solutions with each other



3 Click the Related Solutions view tab.

4 In the Related Solutions list, add a related solution record.

To associate a service request with a solution



3 Click the Service Requests view tab.

4 Add a service request record.


Service Support

Solution Administration Screen

To associate a change request with a solution




4 Add a change request record.

Solution Administration ScreenThe Solution Administration screen defines solutions to service requests and associated resolution documents, solutions, service requests, and change requests. It also provides predefined solution categories that add information to a solution.

The information provided in these views appears in the Solutions screen (see “Solutions Screen” on page 48).

SolutionsThe Solutions list records the name and description of a solution, plus the frequently asked questions (FAQs) to which the solution might respond. Table 10 shows the items in solutions records.

The More Info view for the Solutions list displays Solution Categories that provide additional predetermined pieces of information that add to this solution.

Table 10. Selected Items in the Solutions View

Item Description

Publish Internal A check box that indicates this information is available to internal users. The check box indicates this solution will not appear in solution lists exposed to customers over the Web but appears on internal solution lists.

Publish External A check box that indicates this information is available to external users. The check box indicates that this solution appears both in solution lists exposed to customers over the Web and on internal solution lists.


Service Support

Solution Administration Screen

Resolution Documents ViewThe Resolution Documents view associates files containing information that contributes to solving a service request.

Resolution documents are, by default, read-only. To edit these documents in the Solution Administration screen, follow this procedure:

1 Start Siebel Tools.

2 Choose the SR Resolution Item list frame.

3 Choose the list column ResFileName.

4 Change the read-only property from TRUE to FALSE.

5 Compile and test the change.

Related Solutions View The Related Solutions view associates solutions records that may contribute to the resolution of a selected solution.

Service Requests View The Service Requests view associates service requests that may contribute to a solution.

Change Requests View The Change Requests view associates change requests that may contribute to a solution.

Solution Categories View The Solution Categories view associates predefined solutions that may contribute to an overall solution.


Service Support

Solutions Screen

Solutions ScreenThe Solutions screen provides predefined solutions with associated resolution documents, solutions, service requests, and change requests. This information is defined in the “Solution Administration Screen” on page 46. Most of the views in the Solutions screen are identical to those in the Solution Administration screen, with the exception of Solution Categories, which is unavailable in the Solutions screen.

Most views in the Solutions screen allow users to add records.

Solutions View The Solutions view displays the name and description of a solution, the FAQ to which the solution might respond, and an answer to the FAQ. These records are read-only.

Resolution Documents View The Resolution Documents view associates a selected solution with files containing information that contributes to solving a service request.

Related Solutions View The Related Solutions view associates a selected solution with solutions records that may contribute to the resolution of a selected solution.

Service Requests ViewThe Service Requests view associates a selected solution with a service request that may contribute to this solution.

Change Requests View The Change Requests view associates a selected solution with change requests that may contribute to a solution.


Service Support

Solutions Screen

Customer Satisfaction Survey ViewThe Customer Satisfaction Survey view records the responses from customers on the effectiveness of service. The answers to predetermined questions contribute to a customer satisfaction score (Satisfaction Level). This survey is associated with a selected solution.


Service Support

Solutions Screen


Scheduling 3

This chapter describes the various aspects of scheduling.


Scheduling

About Schedules

About SchedulesA schedule describes the hours in a week for which the customer is entitled to receive service.

NOTE: Depending on the Siebel application and screen, Schedule is the same as Service Hours or Service Calendar.

Schedules are based on a typical work week. For each schedule, an administrator can also specify holidays and excluded days for which contractually covered service is not offered to a customer.

Service Calendars use Universal Time Code conversions. For more information, see the chapter on global time zone support in Applications Administration Guide, MidMarket Edition.

SchedulesSchedules involve components such as times, locations, and personnel. This section contains procedures for defining schedules and their components. This section also includes descriptions of a schedule-related screen and its views in your Siebel application.

Defining SchedulesUse the following procedures to define schedules, working days, and working hours. For each schedule, you set schedule hours, which define the hours of availability (days of week, hours per day, and holidays) for service-providing entities (employees, partners, or business units). Exception hours are specific days or hours in a schedule for working (for example, Saturday morning in an 12xM-F schedule) or not working (for example, a midweek holiday in a 12xM-F schedule).


Scheduling

Schedules

To create a schedule and set schedule hours

1 Navigate to Site Map > Service Administration > Schedules.

2 Create a new schedule record by performing the following steps:

a In the All Schedules list, add a new record.

b In the More Info form, enter a name for the schedule.

c In the Exception Name field, select the name of the exceptions record, if any, that applies to this schedule.

3 Create a schedule hours record by performing the following steps:

a Click the Schedule Hours view tab.

b In the Schedule Hours list, add a new record.

c Enter values for the required fields: Start Day, Start Time, and End Time.

Repeat Step 2 and Step 3 for each day of the week on which you want to provide support in this schedule.

To add exceptions and exception hours to a schedule

1 Navigate to Site Map > Service Administration > Schedules.

2 Click the All Exceptions view tab.

3 Create an exception record by performing the following steps:

a In the All Exceptions form, add a new record.

b Enter the name of the exception.

This usually represents a set of exceptions; for example, U.S. holidays.

4 Create an exception hours record by performing the following steps:

a Click the Exception Hours view tab.

b In the Exception Hours list, add a new record.

c Enter values for the required fields: Name, Start Date, and End Date.

d If the Exceptions Hours record defines a working period, select the Working check box.


Scheduling

Schedules

e If the exception hours are working hours, in the Type field, select a billing type for these hours: Normal, Overtime, or Extended Overtime.

NOTE: In defining schedule hours, Extended Overtime hours must be preceded by Overtime hours.

To associate a schedule with an employee

1 Navigate to Site Map > User Administration > Employees.

2 Select an employee record.

3 In the More Info form, click the show more button to show more fields.

4 In the Schedule field, select a schedule.

Service Administration ScreenThe Service Administration screen has a Schedules view for setting up the hours available for service.

All Schedules ViewYou can create multiple schedules in the All Schedules view. For each schedule, you set schedule hours, which define the hours of availability. The schedule may also include a set of exceptions (in the Exception Name field), which are defined in the All Exceptions view and the Exception Hours view. For more information, see “All Exceptions View” on page 55 and “Exception Hours View” on page 56.


Scheduling

Schedules

Schedule Hours ViewThe Schedule Hours view defines the days and time periods in each day that are included in a schedule. For example, an 8x5 schedule will define time periods within eight hours on five days. This could be 9 a.m. until 5 p.m., Monday through Friday. However, each day could have more than one record, each with a separate time period; for example, 9-12 a.m. Monday and 2-5 p.m. Monday. Table 11 describes some fields in schedule hours records.

All Exceptions ViewThe All Exceptions view names a set of exceptions to the hours defined in the Schedule Hours view. The Exception Hours view contains the definition of these exceptions. For more information, see “Exception Hours View.”

Exceptions represent special nonworking days or working days. Different exception records may define exceptions for different sites; for example, U.S. holidays for one site and Canadian holidays for another.

To associate an exception with a schedule, define the exception (see “To add exceptions and exception hours to a schedule” on page 53) and include this exception in the definition of a schedule.

Table 11. Items in the Schedule Hours View

Item Description

End Time Indicates the end of a time period on the selected day.

Start Day A day of the week that is included in the schedule.

Start Time Start of a time period on the selected day.


Scheduling

Schedules

Exception Hours ViewThe Exception Hours view defines a day or continuous blocks of days as an exception to a schedule. These days are often holidays. In some cases, exception hours can define working and nonworking periods; for example, no work on Sunday from 6 a.m. to 12 a.m. in a 7x12 schedule. For other schedules, the exception hours can define work periods on days that are not normal work hours; for example, Saturday morning for a 5x8 schedule. Table 12 describes some fields in Exception Hours records.

Table 12. Selected Items in the Exception Hours View

Item Description

Start Date

End Date

A range of calendar days or hours within a specific day that define the exception hours.

Reason Reason for the exception to the schedule. Values may include, for example, Appointment, Deadline, Sick Time, and Vacation.

Type Type of billing rate. Can have a value of Normal, Overtime, or Extended Overtime. Overtime and Extended Overtime apply to exception hours that are marked as Working.

Working Indicates that the record defines a work period.


Agreements 4

This chapter describes how to create and manage contracts (agreements) and their specific levels of service (entitlements). It also describes the screens and views that contain information relating to agreements and entitlements.


Agreements

Agreements Overview

Agreements OverviewAn agreement describes a product or service provided to the customer and the financial relationship between parties. In the context of your Siebel application, contracts and agreements are synonymous. In your Siebel application’s user interface, contracts are referred to as agreements. Consequently, this chapter usually presents the term “agreements.”

Many different types of agreements can be created manually on the Agreements screen or automatically from a quote on the Quotes screen. Agreements can have a hierarchical relationship; that is, a master agreement can have multiple child agreements.

Setting Up Entitlements Follow these procedures to set up entitlements.

To set system preferences for the Verify entitlements button

1 Navigate to Site Map > Application Administration > System Preferences.

2 Query the system preferences for entitlements.

Enter Entitlement* in the System Preference Name field.

The query finds the system preferences described in “System Preferences for Verifying Entitlements” on page 59.

3 Select TRUE or FALSE for the System Preferences Value field.

To define exceptions to schedules

1 Navigate to Site Map > Application Administration > Schedules.

2 Select a schedule record.

3 To define a schedule exception, click the All Exceptions view tab.

Schedule exceptions define non-work dates (for example, holidays) in a work schedule and special work days in a non-work period.

4 On the All Exceptions view tab, create a new schedule exception record.


Agreements

Setting Up Entitlements

5 Enter values in the Name and Description fields.

6 To define the dates and times for an exception, click the Exception Hours subview tab.

7 Create a new exception hours record.


System Preferences for Verifying EntitlementsSystem Preferences has three settings (see Table 13) which determine the action of the Verify button (see “Service Requests Views” on page 32).



Entitlement: Verify Consumer Sets the conditions for checking the authorization of the contact requesting service. If TRUE, the entitlements displayed must meet one of these criteria:

■ The contact for the entitlement matches the service request contact.

■ The entitlement account is set to All Contacts, and the entitlement account matches the service request account or the account for the contact for the service request.

Entitlement: Verify Dates Checks that the service request falls within the time span of the entitlement. If TRUE, the entitlements displayed are only those that provide coverage on the date the service request was opened: a date between the start and end dates for the entitlement.

If the entitlement has no start or end date, it does not appear.

Entitlement: Verify Product Checks that the asset or product is entitled to service. If TRUE, the agreements displayed must meet one of these criteria:

■ The entitlement asset matches an asset in the service request.

■ The entitlement product matches a product in the service request (no asset or serial number specified).

■ The entitlement is set to All Products and the product or asset for the entitlement matches the product or asset for the service request.


Agreements

Using Agreements and Entitlements

Using Agreements and EntitlementsThis section contains procedures for common agreement management tasks, such as creating agreements, entering line items, adding entitlements, and defining agreements.

To create new agreements

1 Navigate to the Agreements screen.

2 Create an agreement record.

A new agreement record has, by default, Valid and Service checked, Status set to Current, and Type set to Service Level Agreement. Change these as needed.


To see the entitlements for an agreement


2 Select an agreement record.

3 Click the Entitlements view tab.

The Entitlements list shows the entitlements for this agreement. The start and end dates indicate whether the entitlement is active.

To verify agreements for a contact

1 Navigate to the Contacts Screen.

2 Select a contact.

3 Click the Agreements view tab.

The Agreements list shows the agreements for this contact.

To see products covered by agreements


2 Select an agreement record.


4 Select an entitlement record.


Agreements


5 Click the Products subview tab.

The Products list shows the products covered by the selected entitlement under the selected agreement.

6 Repeat Step 4 and Step 5 for each entitlement in the list.

To create primary contacts


2 Select an agreement.

3 Click the Primary Contacts view tab.

4 Add a new Primary Contacts record.

5 Enter values for the fields, as needed.

To associate activity plans with an agreement




4 Create an Activity Plan record.

5 Select a template for the activity plan.

To add financial details for an agreement



3 Click the Financials view tab.

a Complete the Order # and Quote # fields.

b Enter values for other fields as needed.

NOTE: Some fields are calculated and filled in using data from the Line Items view and its subviews. For example, Terms = (Agreement End Date - Agreement Start Date) / 30, and Months Left = (Agreement End Date - Today) / 30.


Agreements


To define terms and shipping information for agreements



3 Click the Terms & Totals view tab.

4 Enter values for fields, as needed.

To add products sold under an agreement



3 Click the Line Items view tab.

4 Add a new product record.

5 Click the Line Detail subview tab, and then click the show more button to add additional information about the product.

To specify the product and asset combination for asset-based pricing




4 Create a line item record.

5 In the Product field, select a product, typically a service product to be priced with an asset.

6 In the Asset # field, select an asset to be priced with the selected product.

7 Enter values in the Price fields, which apply to the product, as needed.

To attach files to agreements



3 Click the Attachments view tab.


Agreements


4 Add an attachment record.

5 In the Attachment Name field, select the file to attach and click Add.

To automatically create entitlements for an agreement line item




4 Select a line item (product record).

5 Click Entitle.

The Entitle button automatically associates entitlements with the line item, based on the entitlement template associated with the product.

To manually add entitlements to an agreement




4 Add an entitlement record.

The Name field shows an automatically assigned entitlement number.

5 Change the Name field value to an identifiable name for the entitlement, as needed.

6 In the Type field, select the entitlement type.

7 Enter values in the Priority and Service Hours fields.

To manually associate accounts with entitlements

1 Navigate to Site Map > Entitlements.

2 Select an entitlement.

3 Click the Accounts view tab.


Agreements


4 Add an account record.

5 To provide complete coverage under the selected entitlement, select the All Contacts and All Products fields.

To manually associate contacts with entitlements



3 Click the Contacts view tab.

4 Add a contact record.

5 To provide complete coverage under the selected entitlement, select the All Products field.


To manually associate products and assets with entitlements



3 Click the Products view tab.

4 Add a product record.

5 Do one of the following:

■ In the Asset # field, select an asset.

■ In the Product field, select a product.

To associate an entitlement with an order for contract-based order pricing

1 Navigate to the Orders screen.

2 Select an order.

3 Click the show more button to see more fields.

4 In the Entitlement field, select an entitlement.


Agreements



6 Click Reprice All.

The Reprice All button returns a price list for all line items and provides information on volume discounts.

To associate a service calendar with an entitlement





5 Click the Entitlement Details subview tab.

6 In the Service Hours field, select a service calendar record.

To manually add performance measurements (metrics) for an entitlement





5 Click the Metrics subview tab.

6 Add a metrics record.

7 Enter values in the Value and Units fields, as needed.

To verify entitlements for a service request and select an entitlement



3 In the service request form, click Verify.

The Pick Entitlement dialog box appears, with a list of the active entitlements for this service request. If no entitlements appear, the selected service request is not entitled to receive service.


Agreements

Application Administration Screen

4 Select an entitlement record from the Pick Entitlement dialog box, and then click OK.

Selecting an entitlement from the Pick Entitlement dialog box computes the Agent Committed time (see “Service Requests Views” on page 32) for the service request from the Service Calendar associated with this entitlement and from the Response Time specified in the entitlement metrics.

5 In the service request form, click the show more button.

The name of the selected entitlement appears in the Entitlement field.

To view the agreements for a contact

1 Navigate to the Contacts screen.

2 Select a contact.

3 Click the Agreements view tab.

The Agreements list shows the agreements for this contact.

Application Administration ScreenThe Application Administration screen has the System Preferences view for determining the behavior of the Verify (entitlements) button. For information about this view, see Applications Administration Guide, MidMarket Edition.


Agreements

Agreements Screen

Agreements ScreenThe Agreements screen defines agreement of all types. It also includes views for entitlements, associated service requests, and contacts.

Agreement ViewThe Agreement view displays all agreements that are visible to the user. Table 14 describes items in Agreements records.

Line Items View The Line Items view records a description of each product sold or provided under a selected service agreement. Table 15 describes items in this view.

Table 14. Selected Items in the All Agreements View

Item Description

Amendment Number, text, or similar information that references another object that amends this agreement.

Parent Broader agreement, if any, under which this agreement resides, chosen from a dialog box.

Service Indicates this is a service agreement. This check box is for information only.

Valid Indicates the agreement is valid. Must be selected for consideration of the entitlements when verifying coverage “Verify Button” on page 34.

Table 15. Selected Items in the Line Items View

Item Description

Asset # Number of an asset associated with the product described in this line item record, or the number of an asset for a different product

Product Product for this line item. Can be a service product.


Agreements

Agreements Screen

Totals SubviewThe Totals subview displays the total price, before tax and shipping charges, for the agreement line items and applied discounts. To see this subview, click the drop-down list in the Line Item Attributes subview and select Totals.

Line Item Attributes SubviewIf the product is customizable, the product attributes appear in this subview. To see this subview, click the drop-down list in the Totals subview and select Line Item Attributes.

Line Detail SubviewThe Line Detail subview contains additional fields that define an agreement line item. Some fields are filled in automatically with the product selected in the Line Items view. Table 16 describes items on the Line Detail subview.

Entitlements ViewThe Entitlements view displays entitlements and associates them with specific agreements.

NOTE: End users should use the Entitlements view on the Agreements screen. The Entitlements screen (“Entitlements Screen” on page 72) is used for general administrative work across agreements.

Table 16. Selected Items in the Line Detail Subiew

Item Description

Discount % A discount percentage applied directly to the selected line item.

Net Discount % A calculated field whose value is equal to (Start Price - Discount Amount) / Start Price.

Discount Amount A discount amount applied directly to the selected line item.

Line # Number assigned to each line item in the Line Items view, starting with 1.

Sequence Indicates the hierarchical relationship of line items.


Agreements

Agreements Screen

Accounts SubviewThe Accounts subview associates accounts with specific entitlements. Table 17 describes the items in accounts records.

Entitlement Details SubviewThe Entitlement Details subview displays additional details for a selected entitlement. Table 18 describes the check box in entitlement detail records.

Products ViewThe Products view associates assets and products with entitlements. The records in this view provides a list of products covered by the selected entitlement. These records are used when the All Products check box in the Accounts view is not set, and the entitlement is valid only for specific products or assets.

NOTE: Agreements >Line Items (see “Line Items View” on page 67) specifies the products purchased or provided under this agreement. Agreements > Entitlements > Products defines the level of service provided for each product and asset associated with the agreement.

Table 17. Selected Items in the Accounts Subview

Items Function

All Contacts Indicates all contacts associated with this account are covered by this entitlement. Entitlement verification uses this information (see “Verify Button” on page 34).

All Products Indicates all products are covered by this entitlement. Entitlement verification uses this information.

Table 18. Selected Item in the Entitlement Details Subview

Item Description

Override Activity Flag Determines whether the rate and cost lists specified in this entitlement override the rate list and cost list specified for a service request.


Agreements

Agreements Screen

Contacts ViewThe Contacts view associates contacts at an account with a specific entitlement. The records in this view are used when the All Contacts check box (in the Accounts view) is not set and the entitlement is valid only for specific individuals.

Metrics ViewThe Metrics view records performance measurements for an entitlement; for example, response time for a service call and customer satisfaction rating. The Response Time metric is required for calculating Agent Committed time in the Service Request view (see “Service Requests View” on page 70). This is the only entitlement metric is used directly to determine a level of service.

Service Requests ViewThe Service Request view displays new or existing service requests for a selected agreement. Service request records appear automatically in this view when a user verifies coverage and selects an entitlement.

For more information about service requests, see Chapter 2, “Service Support.”

Financials View The Financials view summarizes the cost of materials and the revenues for an agreement.

Terms and Totals ViewThe Terms and Totals view displays the payment, taxes, and shipping information for an agreement.


Agreements

Agreements Screen

Totals SubviewThe Totals subview displays the totals of service, parts, shipping, and tax billed to an agreement. Table 19 describes items in totals records.

Activity Plans ViewThe Activity Plans view associates activity plans with agreements.

Attachments ViewThe Attachments view displays files related to selected agreements.

Table 19. Selected Items in the Totals Subview

Item Description

Adjustment Value entered in this field is subtracted from the value in the Total field.

Products Sum of agreement line items that have the Service field set to No (see “Line Items View” on page 67) minus discounts.

Services Sum of agreement line items that have the Service field set to Yes (see “Line Items View” on page 67), minus discounts.

Shipping Cost of shipping. Copied from the Shipping Charges field in the Terms and Totals view.


Agreements

Entitlements Screen

Entitlements ScreenThe Entitlements screen displays the accounts, contacts, entitlement metrics, and products associated with entitlements across all agreements.

Agreements ReportsThe Reports menu provides reports for Agreements, listed in Table 20.

Table 20. Agreements Reports

Report Description

Agreement Summary Summary of each agreement, printing three agreements per page.

Current Agreement Detail All information about each agreement and associated line items.


Quality 5

This chapter describes Quality Management, the Quality screen, and change requests.


Quality

Quality Management Overview

Quality Management OverviewQuality Management provides tools for creating, responding to, and tracking change requests. Change requests have the goal of correcting defective products, including hardware, software, manufactured goods, and capital equipment.

Often change requests result from one or more service requests that lead to the discovery of a change request common to all instances of the product.

Best Practice: Designing Business PracticesBy coupling the choices in the list of values for one field with the choice made in another field, you can use your Siebel application to enforce business practices. For example, in Change Request records, a Status field might require the value Verified before the Sub-Status field can present the value Closed as a choice. For information on setting up these dependencies, see the State machine and State Model in Siebel Business Process Designer Administration Guide, MidMarket Edition.

Best Practice: Automatically Assigning Change RequestsUse Siebel Business Process Designer MidMarket Edition to detect the creation of a new change request and invoke the Siebel Territory Assignment Manager to assign this change request to the appropriate person.

Best Practice: Assuring Follow-UpTo assure the effective response to a change request, make sure that at least two different people are involved in processing a request. One person may log, prioritize, and assign the change request while another person implements a solution. Additionally, you may assign another person the responsibility for verifying that the change was accomplished.

Best Practice: Auditing Change RequestsIt may be important to track the history of a change request for a product. Your Siebel application displays information about who the change request was assigned to, if that ownership has been reassigned, and if the area associated to the change request has been modified.


Quality

Processing Change Requests

Processing Change RequestsUse the following procedures to process change requests.

Creating Change RequestsTo add change request records and fill them out with necessary information, follow the procedures in this section.

To enter a change request

1 Navigate to the Quality screen.

2 Create a new change request record.

3 In the Area and Sub-Area fields, select the appropriate values.

The Product Line, QA Owner, and Engineering Group fields are populated automatically.

NOTE: Product Line is a read-only field, but Engineering Group and QA Owner values can be overwritten manually.

4 Enter values for the other fields, as needed.

To update a change request

1 Navigate to the Quality Screen.

2 Select the change request you want to update.

3 In the Comment Summary field, enter a comment describing the update.

4 Make updates to the other fields, as needed.

Special TagsThe Special Tag field is used to add identifier tags to a change request record for tracking purposes.


Quality


To add special tags to a change request


2 Select a Change Request record.

3 In the Special Tag field, select a special tag with which you want to identify this change request.

The Tag Summary field displays the selected tag.

NOTE: The Special Tag field is a multi-value group. It allows you to add as many tags as necessary.

Integration BranchesTo log change requests that apply to integration branches, follow the steps below.

To add an integration branch change request



3 In the More Info form, click the show more button.

4 In the Integration Build field, select the integration branch for which you want to log this change request.

5 In the Integration Status field, select the appropriate status for this change request.

Associating Change Requests with ActivitiesTo link change request records to their associated activities, follow the procedures in this section.

To set up service activities in response to a change request




Quality



4 Create a new activity plan record.


To add stand-alone activities with a change request




4 Create a new activity record.


Associating Change Requests with Service RequestsTo link change request records to their associated service requests, follow the procedures in this section.

To associate a service request with a change request



3 Click the Service Requests view tab.

4 Create a service request record.

5 In the Add Service Request dialog box, select an existing service request and click Add.


Quality


To associate a change request with a service request


2 Select a Service Request record.

3 Click the Change Requests tab.

4 Create a Change Request record.

5 In the Add Change Request dialog box, select an existing change request and click Add.

Closing Fixed Change RequestsUse the following procedure to close change requests that have been fixed. The Files Fixed field is used to mark the location where the fix was checked in.

To close fixed change requests


2 Select a Change Request record that you want to close as fixed.

3 Set the Status field to Closed and the Sub-Status field to Fixed.

4 In the Files Fixed field, enter the appropriate values.

5 Select the appropriate value for the Fixed Build field.


Quality

Processing Related Change Requests

Processing Related Change RequestsThe Quality module’s change request management model allows parent-child relationships among change requests. With this model, end users can create child change requests, link them to a parent change request, and manage related change requests.

This section contains procedures for creating and managing the various types of related change requests.

Types of Related Change RequestsYou can designate several types of relationships that a child or secondary change request can have to a primary change request, as follows:

■ Duplicate. The same change request entered more than once. Not only is the functional description the same, but other critical factors such as environment, language, or product are also the same.

■ Multiple Occurrence. Change requests with the same functional description but logged against more than one critical factor such as environment, language, or product. Alternatively, change requests describing different symptoms that originate from the same problem and require the same resolution. Multiple occurrence change requests must have the same owner, and the files or other components needing to be fixed must be the same.

■ Dependent Upon. A change request that cannot be resolved until it receives a fix from another change request.

■ Miscellaneous. An arbitrary relationship between change requests. Allows you to track multiple change requests together, though they may not be dependent on one another or match one another.

Associating Related Change RequestsSometimes an end user discovers a change request that needs to be linked as a Multiple Occurrence of an already existing change request. In this situation, the end user can create a link between the two change requests.


Quality


To create a relationship between two existing change requests, use the following procedures.

To associate a related change request from a parent change request


2 Select the primary change request to which you want to relate another change request as a parent change request.

3 Click the Related CRs view tab.

4 In the Related CRs tab, create a new record.

5 In the Add Change Request dialog box, select the change request you want to relate to the primary change request and click Add.

6 In the Relationship Type field, select the type of relationship the related change request has to the primary change request.

To associate a related change request from a child change request


2 Select the change request you want to link to another change request as a child.

NOTE: This change request cannot have any Multiple Occurrence change requests of its own. You can check its Related CRs view tab to verify this.

3 In the Primary Occurrence field, select the CR number of the parent change request.

Creating Multiple Occurrence Change RequestsTo create a new multiple occurrence change request (child) for an existing primary occurrence change request (parent), use the following steps.

To create a multiple occurrence change request


2 Select a Change Request record that will be the parent record.


Quality


3 Click the menu button on the More Info tab and select Create Multiple Occurrence.

The system creates a copy of the original record with a new change request number. The number of the original change request (the parent) appears in the Primary Occurrence field.

4 In the new change request record, change the field values for information that is different from the original change request.

5 Complete the other fields, as needed.

The parent and child change requests are linked and the new change request is a Multiple Occurrence Change Request.

Viewing Multiple Occurrence Change RequestsTo review and track the status of multiple change requests, you can access a parent change request from one of its children, or you can view all child change requests associated with a parent.

To access a primary occurrence change request from a child


2 Select a Change Request record for a child multiple occurrence change request.

3 In the More Info form, click the menu button and select Go To Primary Occurrence.

The parent change request record appears.

To access a multiple occurrence change request from a parent


2 Select a Change Request record for a parent multiple occurrence change request.

3 Click the Related CRs view tab.

The Related CRs list displays the primary change request’s Multiple Occurrences.


Quality


Breaking Multiple Occurrence Change Request LinksIn some cases, links between Multiple Occurrence change requests need to be removed. For example, further investigation may reveal that multiple occurrence change requests are not related to each other.

To break Multiple Occurrence links, use the following procedures.

To break a multiple occurrence link from the parent change request

1 Follow the steps of “To access a multiple occurrence change request from a parent” on page 81.

2 In the Related CRs list, select the Multiple Occurrence change request you wish to remove.

3 Click the menu button and select Delete Relationship.

4 In the prompt window, click OK.

The change request is removed from the Related CRs list.

To break a multiple occurrence link from the child change request


2 Select a Change Request record for a child multiple occurrence change request.

3 Delete the value in the Primary Occurrence field. (The value in this field is the parent change request.)

4 Click the menu button.

If the link was broken successfully, the Go To Primary Occurrence option is unavailable.

Closing Multiple Occurrence Change RequestsWhen closing a primary occurrence change request, an end user can close a parent change request and all its child change requests at once, or close the parent change request only. Child change requests can be closed independently of their parent change request.


Quality

Quality Screen

To close a parent change request

1 Follow the steps of “Closing Fixed Change Requests” on page 78 for a parent change request.

When you save the record, a message box appears.

2 Do one of the following:

■ Click OK to close all the associated Multiple Occurrence change requests with the same resolution information as the primary change request.

■ Click Cancel to close only the primary change request.

Quality ScreenThe Quality screen records information about defective products, including related service requests and activities. Change Requests recorded in the Service Requests screen also appear here.

Change Requests ViewUse the Change Requests view to record the type of change related to the product. The Service screen provides a Change Requests view for entering and viewing the change requests.

Some fields in the Change Requests view are listed in Table 21.

Table 21. Fields in the Change Requests View

Field Comments

Files Fixed Filename and archiving system location of each electronic file modified for the fix. Becomes a required field when the SubStatus or Integration Status changes to Fixed.

Special Tag Allows you to designate statuses or actions that are not identified by the other fields. These tags may be used for purposes such as reporting, querying, exporting, and localization. You can select one or more values from the list.

Tag Summary Read only. Displays the tags selected in the Special Tag field.


Quality

Quality Screen

Activities ViewThe Activities view shows the activities associated with a change request and to add new activities. Table 22 describes the function of check boxes in activity records.

Integration Build Integration branch build number against which the change request was submitted.

Integration Status Status of the change request on the integration branch. When the Integration Status field is set to Closed, the Integration Fixed Date field is automatically populated and the Integration Fixed Build field becomes a required field.

Integration Fixed Build Integration branch build number in which the fix was made.

Integration Fixed Date Date when the fix was made in the integration branch.

Approvals Allows the employees involved in processing the change request to mark and track approvals for the stages of the fix.

Product Line Product line affected by the change request. Default value is based on the values in the Area and Subarea fields.

Engineering Group Development is responsible for resolving the CR.

Eng Owner Engineering team owner of the change request. Automatically filled in when the Product Line value is set.

QA Owner Quality Assurance team owner of the change request. Automatically filled in when the Product Line value is set.

Primary Occurrence If this change request is related to another change request as a child or secondary occurrence, the CR number of the primary change request to which this one is related.

Table 21. Fields in the Change Requests View

Field Comments

Table 22. Selected Items in the Activities View

Item Description

Internal A check box that indicates customers cannot track these service activities.

Alarm A check box that sends a reminder to the owner of an activity.


Quality

Quality Screen

Service Requests ViewThe Service Requests view associates existing service requests with a change request or allows recording of new service requests. For more information, see Chapter 2, “Service Support.”

Related CRs ViewThe Related CRs view records change requests related to a selected change request. Related change request records are selected from a list of all change requests. Related change requests are useful when investigating a solution for a change request that may be similar to others. Table 23 describes fields in related change requests records that are not automatically populated.

Table 23. Selected Items in the [Related] Change Requests View

Item Description

Date Closed This field is blank if the Status field for the change request is Open.

Extended Description An additional description that the owner of this record can add.


Quality

Change Requests Charts

Change Requests ChartsThe Quality screen provides the following charts for analysis (Table 24).

Change Requests ReportsQuality reports, listed in Table 25, are available from the View application-level menu.

Table 24. Change Request Analysis Charts

Chart Description

New Change Request Analysis

The number of change requests reported in specified time periods.

Assignment Analysis The number of change requests of each priority for each owner. When the chart appears, the title reads “Change Request Priority Analysis by Owner.”

Product Analysis The number of change requests reported for each product.

Severity and Priority Analysis Two charts:

■ The number of change requests of each severity.

■ The number of change requests of each priority.

Status and Area Analysis Two charts:

■ The number of change requests of each status.

■ The number of change requests of each area.

Table 25. Change Requests Reports

Report Description

Change Request Activity Describes in detail one or two change requests on each page.

Change Request Summary Describes in slightly less detail two or more change requests on each page.


Assets 6

This chapter describes the capabilities in Siebel Service for tracking and managing assets. Siebel Service also provides for automating the collection of data from assets in the field, providing information for preventive maintenance, repairs, billing, and marketing.


Assets

Properties of Assets

Properties of AssetsAn asset in Siebel Service is an instance of a product that has an individual identity and an association with a customer. An asset can be created for any product by assigning it a unique asset number. An asset has a quantity, a location, and a monetary value. An asset is associated with a product and an organization.

In Siebel Service, assets have these additional properties:

■ An asset can be physical or virtual.

■ Assets can have serial numbers or not.

■ Assets can exist individually or they can have components.

■ Assets can be related to or dependent upon other assets.

Assets can be associated with other Siebel business objects as well as with internal data and calculations. Some examples are as follows:

■ Assets can contain a hierarchy of other assets as components. There is no restriction to the number of tiers and the number of components that comprise a multi-tiered asset.

■ Actions such as install, uninstall, upgrade, or downgrade can be performed on an asset. Install and uninstall actions are recorded as asset transactions.

Asset RegistrationAn asset can be associated with an account and with an account site. An asset can also have an owner and one or more contacts associated with it. If a customer buys an asset, then the owner and the account are the same. If, however, the asset is leased or rented, then the account is where the asset is located, and the owner is the leasor or rental agent for the asset. All registered assets for an account can be viewed from the Accounts screen.

Hierarchical AssetsAssets can be hierarchical with other asset components.


Assets

Properties of Assets

A hierarchical asset is an asset with a hierarchical structure consisting of asset or product components. The hierarchical structure of a complex asset can consist of multiple levels and sub-levels of asset or product components and sub-components. There is no restriction on the number of levels or the number of components that can comprise a complex hierarchical asset. Asset components can be serialized or non-serialized. For example, a computer is a parent asset that has child assets: a motherboard (Part # M, Qty 1, Serial # 123), RAM (Part # RAM, Qty 16, no Serial #), and so on.

Components of a hierarchical asset inherit some properties of the top-level asset. Changing the following fields of the top or parent level asset of a hierarchical asset changes the same fields in all installed components: Account (and all Account-related fields; for example, Site, Address Line 1, and so on), Owner, Ownership, and Organization.

Inheritance applies whether the change is initiated by a user action or by an automated process. Changes to the components occur when a user updates the fields mentioned in the previous paragraph and the record is saved. Only the top-level asset's fields can be updated. The fields of component assets are read-only.

Siebel Service offers views to display complex asset hierarchies. See “Explorer View” on page 94 and “Explorer Across Organizations View” on page 94.

Asset Transactions

The installed base or BOM for an asset is maintained with asset transactions of the types Install, Uninstall, Upgrade, and Downgrade. These transactions must be created manually.

For example, a computer (asset A) has a defective disk drive (asset H) that must be replaced with another disk drive (asset N). The change is effected by two asset transactions. The first uninstalls the defective asset (H) from the parent asset (A). The second installs the new part (N) in the parent asset (A).

If an asset has components, a transaction done to that asset automatically includes its components.


Assets

Working With Assets

Working With AssetsFollow these procedures to set up and work with assets.

To create an asset

1 Navigate to the Assets screen.

2 Create an asset record.

3 In the Product field, select a product.

4 Enter values for required fields.

NOTE: Click the show more button to see all of the fields for an asset.

To associate change requests with an asset


2 Select an asset.


4 Add a new change request record.

5 In the Add Change Request dialog box, select an existing change request or create a new change request.

To associate a backup or dependent asset with a primary asset


2 Select an asset.

3 Click the Relationships view tab and create a related asset record.

a In the Asset # field, select an asset.

b In the Relationship field, select Backup or Dependent.



Assets

Working With Assets

Transactions and ComponentsEnd users must create transactions to add components to an asset.

To manually associate a transaction with an asset


2 Select an asset.

3 Click the Transactions view tab and create an asset transaction record.

a In the Type field, select a transaction type.

b In the Asset # field, select the parent asset or any one of its components.

c Enter values for other fields, as needed.

To create components

1 Follow the steps of “To manually associate a transaction with an asset.”

a In the Type field, select Install as the transaction type.

b In the Asset # field, select an asset.

2 Click the Components tab.

The asset selected in the transaction record appears in the Components list for the primary asset.

To review all change requests for a selected asset


2 Select an asset.


NOTE: Click the hyperlink in the Change Request # field to see more information about a change request.


Assets

Assets Screen

To view an asset hierarchy


2 In the Show drop-down list, do one of the following:

■ To view assets associated with your organization, select Assets Explorer.

■ To view assets associated with all organizations, select Assets Explorer Across Organizations.

3 In the explorer list in the left pane, click the plus sign (+) in front of each asset to see a hierarchical list of its components.

Assets ScreenThe Assets screen records all information about assets, including service and repair history, components, associated activities, and preventive maintenance.

Assets ViewThe All Assets view defines assets. Some fields in the Assets view are described in Table 26.

Table 26. Selected Fields in the Assets View

Field Comments

Serialized Selected if the product selected is a serialized product. Read-only in the Assets screen.

Reference Indicates that the asset can be referenced to customers or to other vendors, depending on the organization’s business process.

Operating Status Whether the asset is operational and at what level.

Purchase Site Location of the asset.

Product Line Inherited from the product from which this asset is derived.

Class Inherited from the product from which this asset is derived.

Parent Asset # Read-only. The next higher level asset that the selected asset is currently installed under. For example, the parent asset of a disk drive is a computer.


Assets

Assets Screen

Warranty ViewFor information about this view, see “Warranty View” on page 102.

Components ViewThe Components view displays immediate components of specific assets. The parent asset record appears in the Asset form, while the parent asset’s child components appear in the Components list below. The sub-components of these components do not appear in the list. To view the sub-components of a child component, click on the hyperlink in the Asset # field and click on the Components view tab.

For example, asset A has a component asset B, which in turn has a sub-component asset C. The Component list for asset A displays only asset B. To view asset C, click on the hyperlink for asset B and click on the Components view tab. Asset C is displayed in asset B's Component list.

You can build a hierarchy of assets by defining each level in the hierarchy as a component. Components are themselves individual assets that must exist before being entered into component relationships. Component relationships are defined in the Transactions view.

Transactions ViewThe Transactions view allows an end user to create asset transactions manually. These transactions are of the types Install, Uninstall, Upgrade, and Downgrade.

Transactions of the type Install can create a hierarchy of components for existing assets. Removing a component requires another transaction of the type Uninstall. An Install transaction sets the Status and Install Date. An Uninstall transaction clears the Status and Install Date. Install and uninstall transactions can be entered manually in the Transactions list.

Depending on which transaction type you select, assets become available for selection as follows:

■ Uninstall - Only assets that are currently installed

■ Downgrade - All assets


Assets

Assets Screen

■ Install - Only assets that are not currently installed and are in the same inventory location, an external location, or no location

■ Upgrade - All assets

NOTE: The asset transactions (Install, Uninstall, Upgrade, and Downgrade) do not directly update quantities for inventory levels.

Change Requests ViewFor information on Change Requests, see Chapter 5, “Quality.”

Relationships ViewThe Relationships view records backup assets for a primary asset and assets that depend on the operation of a primary asset.

An example of a dependent asset is a hospital power system; hospital medical equipment is dependent on the power system. By checking this view, the engineer can tell what other assets may be affected by a defective asset. The service engineer can then take steps to make sure that no unintended disruptions occur. In this example, the engineer would make sure that the medical equipment was switched to the backup power supply before down taking the primary power supply.

Explorer ViewThe Explorer View shows an explorer-format view of assets, including a hierarchical view of assets that have components. This view displays only the assets in the user's organization.

For each hierarchical parent asset, a + sign is displayed to the left of the first column, denoting a tree structure under it. Clicking the + sign expands the tree to the next level of components. If there are further levels below, a + sign is displayed next to each line item that has more sub-components at a lower level.

Explorer Across Organizations ViewThis view is the same as the Assets Explorer View, except that it shows all assets across organizations.


Warranties 7

This chapter describes how to use Siebel Service to track the warranties for products.


Warranties

Warranties Overview

Warranties OverviewWarranties are categorized into three types: product, manufacturer, and component. Each warranty includes a duration and specifies the covered products, costs, and service providers. These warranties are separate from entitlements that are sold to a customer.

When an asset is created for a product that is covered by warranties, the user can verify the applicable warranties by clicking the Get Warranties button. The number of days remaining on the warranty is automatically tracked.

When an asset returned from the field is still under warranty, an order can be created for the warranty provider, and each line item is tracked through closure, based on the warranty recovery process.

Setting Up WarrantiesFollow these procedures to set up warranties.

To create a new warranty

1 Navigate to Site Map > Service Administration > Warranties.

2 Create a new warranty record.


To specify the products covered by a warranty


2 Select a warranty.


4 Create a record and associate a product with the selected warranty.


6 Repeat Step 4 and Step 5 for each additional product covered by the selected warranty.


Warranties

Setting Up Warranties

To associate a warranty with warranty service providers



3 Click the Service Providers view tab.

4 Create a new record to associate a service provider with the current warranty.

To associate warranties with an asset manually


2 Select an asset.

3 Click the Warranty tab.

4 Create a record to associate a warranty with the selected asset.

5 Enter values in the Start Date, End Date, and Name fields.

NOTE: Before a warranty can appear in the Pick Warranty dialog box, a product must be associated with that warranty in the Service Administration screen, Warranties view, Products subview.

To associate warranties with an asset automatically


2 Select an asset.

3 Click the Warranty tab.

4 Click Get Warranty.

All warranties that are associated with the asset's product and that are applicable to the asset will be automatically instantiated in the Warranty list.


Warranties

Setting Up Warranties

5 Modify the values in the Start Date, End Date, and Name fields of the Warranty records as required.

CAUTION: The Start Date Type field in a warranty record specifies which field value in the current asset record to use as the start date of the warranty’s coverage of that asset. For example, if the Start Date Type of the warranty is Installed Date, then the Installed Date of the asset is used as the start date of the warranty associated with that asset. If the date field specified by Start Date Type is not populated in the asset record, then the Get Warranty command will fail.

To associate warranties with an order line item


2 In the Show drop-down list, make sure one of the Service Orders options is selected.

3 Select an order.


5 Select a line item.

6 Click the Warranty subview tab.

7 Create a record to associate a warranty with the selected line item.


NOTE: Before a warranty can appear in the Pick Warranty dialog box, a product must be associated with that warranty in the Service Administration screen, Warranties view, Products subview.


Warranties

Obtaining Information About Warranties

Obtaining Information About WarrantiesTo verify warranties and related information for an asset


2 In the Assets list, select an asset.

3 In the More Info form, click the show more button.

The form shows the Status, Installed date, and the Registered date for the selected asset.

4 Click the Warranty view tab.

5 In the Warranty list, click Get Warranty.

The Warranties dialog box displays all warranties associated with the selected asset. Each warranty record shows the start date, the end date, and the number of days left on the warranty.

To verify the warranties for a product

1 Navigate to the Products screen.

2 Select a product.

3 Click the Warranties view tab.

The Warranties list shows the warranties associated with this product.

To check the products covered by a warranty




The Products list shows the products covered by this warranty.

To verify warranties for a service request


2 Select a service request that has an associated product or asset.


Warranties

Obtaining Information About Warranties

3 Click the Service Details view tab.

4 In the Warranty As of field, enter a date on which you want to assess the warranty status of the selected service request. (The default date is the date the service request was created.)

5 Click Check Warranty.

This shows which warranties, if any, are in effect on the date you entered.

To verify warranties for an order



3 Select an order.




The Warranty list displays the warranties for the selected line item.

To identify the service providers for a warranty



3 Click the Service Providers view tab.

The Service Provider list shows the service providers for this warranty.

To track warranty recovery



3 Select an order with the type RMA Return, RMA Repair Return, or RMA Advance Exchange.


Warranties

Service Administration Screen




7 In the Warranty list, select or add a record for the appropriate warranty.

8 Record the warranty claim information in the Status, Planned Recovery, and Actual Recovery fields.

Service Administration ScreenThe Service Administration screen provides views for defining warranties offered to customers.

Warranties ViewThe Warranties view lists warranties and their terms for all products and service providers. Table 27 describes the check boxes in the Warranties view.

Products SubviewThe Warranty Products subview specifies the products covered by a warranty. The products are selected from a dialog box. Products are configured on the Product Administration screen (see Product Administration Guide, MidMarket Edition).

Table 27. Selected Items on the Warranties View

Item Description

Parts Indicates that this warranty covers the cost of replacement parts.

Labor Indicates that this warranty covers the cost of labor.

Transportation Indicates that this warranty covers the cost of transportation.

Expenses Indicates that this warranty covers the cost of expenses incurred by service agents.


Warranties

Assets Screen

Service Providers SubviewThe Service Providers subview records the accounts that supply services for a warranty. The service providers are selected from a dialog box.

Assets ScreenThe Assets screen has one view that displays information about warranties.

Warranty ViewThe Warranty view displays the warranties associated with selected assets. Table 28 describes the Get Warranty button in this view.

Orders ScreenThe Orders screen associates warranties with line items in an order.

Warranty SubviewThe Warranty subview (under the Line Items view) associates warranties with line items in an order and allows users to record details of expected credit recovery.

Table 28. Selected Item on the Warranty View

Item Description

Get Warranty This command lists all warranties associated with a product and fills in the fields that describe the warranty.


Warranties

Products Screen

Products ScreenThe Products screen has one view for warranties.

Warranties ViewThe Warranties view shows the warranties that apply to selected products. This view is read-only.

Service ScreenThe Service screen has one view with a Check Warranties menu command.

Service Details ViewThe Service Details tab’s menu contains a Check Warranty command. This command identifies the warranties that are associated with a service request on a selected date.


Warranties

Service Screen


Index

Aaccounts

Accounts screen information, summarized 28

agreements for the account, viewing 29associated products and assets,

viewing 30entitlements, associating 69entitlements, associating manually 63entitlements, viewing 29reports for service, list of 30verifying for service support 21viewing for a company 28

activitieschange requests, associating with 76service requests, updating activities 24

activity plansservice request, associating 23

administrative contacts 61Agent Committed Time 70agent committed time, calculating 34agreement contacts

agreements, viewing for 66primary contact, creating 61verifying 60viewing 66

agreement line itemscreating automatically 63detail fields, viewing 68entitlements, creating automatically 63line item detail, viewing 67pretax and preshipping price,

viewing 68product attributes, viewing 68

agreement pricing plans

product and asset combinations 62agreement terms

defining 62terms and totals, viewing 70

agreementsSee also entitlementsabout 58activity plans, associating 61Agreement record, field descriptions 67attachments, viewing 71contract, verifying for 60cost of materials and revenues,

viewing 70files, attaching 62financial details, adding 61level of service, viewing 69new agreements, creating 60reports, viewing 72shipping information, defining 62viewing by entitlement 60

agreements and productscovered products, viewing 60products, adding 62purchased products, viewing 69

asset hierarchyabout working with 93components, displaying 93overview 88reviewing 92

asset transactionscreating 93transaction types, about 89

asset-based matrix pricingproduct and asset combination,

specifying 62


Index

assetsbackup and dependent assets,

recording 94change request, logging 23change requests, reviewing for assets 91creating. See assets, setting upentitlement, associating 64entitlements, associating manually 64properties of 88registration 88view for defining 92warranties, associating 97warranties, verifying 99

assets and service requestsadditional service requests, adding 25asset, verifying for service support 21associating multiple assets to a service

requests 25service details, viewing 38service requests, adding 24warranties, verifying 23

assets, setting upchange requests, associating 90components, creating 91primary asset, associating 90transactions, manually associating 91

audit trail administrationabout 42content tracked 43Siebel Remote users 43

Bbackup assets, recording 94

Cchange requests

activities, associating with 76activities, viewing 84asset, associating 90for assets, logging 23by assets, viewing 91associated solutions, viewing 48

creating and updating 75fixed change requests, closing 78integration branches 76parent and child requests,

associating 80processing change requests 75reports 86service requests, associating with 77service requests, verifying previous and

related requests 27service requests, viewing 85solution, associating 46Special Tag field 75stand-alone activities, adding 77tracking 75

change requests, multiple occurrenceaccessing 81breaking request links 82closing after fixing 82creating 80multiple change requests,

associating 79change requests, related

related change requests, viewing 85related requests, overview 79

chartsservice analysis charts, list of 40

contactsverifying for service support 21

contract-based pricingassociating with entitlement 64

contracts. See agreementscustomer responses, viewing 39customer satisfaction survey, viewing 49

DDeInstall transaction, about 89dependent assets, recording 94Downgrade transaction, about 89

Eemployee schedules


Index

associating with services 54entitlements

account verification 22accounts associating 63accounts, associating manually 63active entitlement, selecting for service

request 22adding to agreements, manually 63agreements, viewing for 60assets, associating manually 64contacts, associating manually 64contract-based order pricing,

associating 64Metrics view 70performance metrics, adding 65products and assets, associating 64products, associating manually 64service hours, viewing 39viewing 68

entitlements and service callsservice calls, scheduling overview 52service requests, verifying 65service requests, viewing for

entitlements 65entitlements, setting up

schedule exceptions, defining 58service calendar, associating 65system preferences for verifying, table

of 59verification system preferences 59Verify entitlements button, setting system

preferences 58

FFAQs

service 40solutions 46

files, attaching to agreements 62fixed change requests, closing 78

GGet Warranty button 102

Hhierarchical assets. See asset hierarchy

IInstall transaction, about 89integration branches, logging change

requests against 76

Mmultiple occurrence change requests

accessing 81closing 82creating 80request links, breaking 82

Oorder line items

warranties, associating 98warranties, verifying for 100

ordersrelated service requests, viewing 40service requests, reviewing linked

orders 26organizations

role of 28

Pperformance metrics

about using Metrics view 70entitlement, adding manually 65service benchmarks, viewing 40service request, viewing for 26

product defectsanalysis charts, list of 86reports, list of 86viewing 38

productswarranties, verifying 99warranty coverage, checking 99warranty coverage, specifying 96

products and agreements


Index

agreement line item attributes, viewing 68

agreement, adding sold under 62products in an agreement, viewing 60

products and entitlementsassociating manually 64

Qquality management

See also change requestsanalysis charts 86best practices 74overview 74Quality screen and views, description

of 83reports 86

Rregistration of assets 88reports

agreement reports, viewing 72quality management 86service, list of 30

resolution documentsSee also solutionsediting 47solutions, adding 45

Response Time metric, about using 70

Sschedule exceptions, defining 58searching for related service requests 27service activities

recording resolution codes 25viewing 37

service activity plan template, defining 36service agreements, verifying for an

account 22service analysis charts, list of 40service calendar. See service schedulesservice FAQs 40service hours

viewing by entitlement 39service metrics, setting up 20service reports, list of 41service request activities

activity details, viewing 37activity plan, defining 36assets, associating with 25viewing 38

service requestsagent committed time, calculating 34attachments, viewing 37audit trail records, viewing 37change requests, associating with 77entitlements, verifying 65messages to field personnel 38organizational visibility 32performance, viewing benchmarks 40processing workflow 18record ID 33related orders, viewing 40ROW_ID, role of 33service details by asset, viewing 38service hours by entitlement,

viewing 39Service Request record, fields in 32Service screen, tasks summarized 31Verify button, about 34viewing 70warranty, verifying 99

service requests, loggingaccount, contact, and asset information,

verifying 21active entitlement, selecting for 22activity plans, associating 23asset change request, logging 23logging a request 21service agreement and entitlements,

verifying 22time required, verifying 22verifying caller identity 29warranties, verifying for the asset 23

service requests, solving


Index

change requests, verifying previous and related requests 27

related service requests, searching for 27

solution, associating 45symptom codes, about 39

service requests, updatingactivities, updating 24additional assets, adding 25assets, adding 24closing a service request 26multiple assets, associating 25orders linked to service requests,

reviewing 26performance metrics, viewing 26symptom and resolution codes,

recording 25service schedules

creating 53employees, associating 54entitlements, associating 65exceptions, adding 53exceptions, defined 55multiple schedules, about creating 54overview 52service schedule fields, described 55

service supportservice metrics, setting up 20service request, logging 21

service support requestscustomer surveys, viewing 39typical workflow 21

shippingagreements, adding information to 62

Siebel Professional Services 16Siebel Remote, audit trail 43Siebel Service

overview 14Siebel Workflow Manager, role in product

defect management 74solutions

adding a solution 45associated change requests, viewing 48

associating multiple solutions 45change request, associating 46FAQs 46resolution codes 25resolution documents, adding 45service request, associating 45Solutions screen and views 48

Special Tag field 75Survey view, about 39symptom codes, service requests 39system preferences

Verify button 35, 58

UUpgrade transaction, about 89

VVerify button

Service screen, about using 34system preferences for verifying 59system preferences, setting 58system preferences, table of 35

Wwarranties

asset requiring service, verifying for 23for assets, verifying 99order, verifying for 100overview 96products, checking coverage 99for products, verifying 99service providers, identifying 100service request, verifying for 99warranty recovery, tracking 100

warranties, setting upassets and warranties, associating 97covered products, specifying 96new warranties, creating 96order line items, associating 98warranties and warranty service

providers, associating 97Warranties screen and views 101


Index
